Manager, Guide Operations

**Job Overview**

At the heart of every B&R trip is our incredible team of guides—renowned for their deep knowledge, seamless hospitality, and ability to transform a great trip into an unforgettable one. B&R is seeking a dynamic leader with a passion for travel and operations, for the role of **Manager, Guide Operations**. In this role, you will play a critical part in ensuring the seamless execution of B&R’s worldwide departures through guide scheduling, performance, and operational logistics on a global scale. This role requires strategic thinking, strong leadership, and a passion for delivering exceptional traveller experiences.

**MANAGER, GUIDE OPERATIONS - KEY RESPONSIBILITIES**

**Guide Scheduling & Logistics**
- Develop and manage comprehensive global guide schedules, ensuring the right people are in the right places at the right time.
- Oversee logistics and communication to support seamless guide deployment across regions.
- Identify and implement technology-driven solutions to optimize scheduling efficiency and streamline operations.

**Recruitment & Selection**
- Partner with B&R’s Human Resources team to identify and recruit top-tier guides who reflect B&R’s brand and values.
- Drive seasonal hiring processes and contribute to long-term talent pipeline planning.

**Training & Development**
- Provide oversight to guide training programs, ensuring consistency, high quality, and alignment with B&R’s standards.
- Collaborate cross-functionally to design, deliver, and evolve training initiatives that elevate guide performance and trip execution.
- Contribute to strategies that enhance guide retention, engagement, and leadership development.

**Performance & Engagement**
- Lead the performance review process for all guides, using data, feedback, and in-field observation to steer improvement.
- Support coaching, mentorship, and professional development opportunities that foster engagement and loyalty.
- Champion a culture of excellence, curiosity, and continuous growth across the guide community.
- Participate in the design and uphold the operational standards that ensure every guide delivers an unforgettable B&R experience.
- Support guide mentorship, fostering a culture of excellence, engagement, and professional development.
- Contribute to strategies that enhance guide retention, engagement, and leadership development.

**Seasonal Event Leadership**
- Work cross-functionally to ensure the delivery of events that motivate and align the guide team.
- Lead the planning and execution of the European season’s Guide Kick-off and end-of-season Guide Gathering—two cornerstone events for team cohesion and brand culture.

**Strategic & Financial Oversight**
- Monitor and report on financial performance related to guide operations.
- Identify opportunities to optimize resources and improve efficiency without compromising quality.

**Innovation & Continuous Improvement**
- Stay current on tools, systems, and industry trends to ensure B&R’s guide operations remain best-in-class.
- Bring forward solutions that enhance the guide experience, trip quality, and overall operational agility.

**WHAT YOU BRING TO THIS ROLE**

**Experience & Background**
- Proven experience in operations and logistics, ideally within active travel, luxury hospitality, or tourism.
- Strong understanding of human resources practices, including recruitment, performance management, workforce planning and engagement.
- Experience designing and delivering training programs that educate, motivate, and align teams.
- Hands-on experience working with guides, tour operations, and scheduling systems is a strong asset.
- A passion for delivering exceptional guest experiences, with a track record of seamless service execution.

**Leadership & People Management**
- A natural leader with the ability to inspire, coach, and support geographically dispersed teams.
- Strong interpersonal skills, and the ability to make smart, strategic decisions in real time.
- Committed to driving engagement, elevating service standards, and creating an environment where guides thrive.

**Operational & Financial Acumen**
- Proficient in scheduling platforms, operational tools, and data-informed decision-making.
- Solid understanding of budgeting, forecasting, and optimizing resources without sacrificing quality.

**Communication & Language Skills**
- Excellent communicator—confident working with stakeholders at all levels, from guides in the field to senior leadership.
- French and Italian skills language skills are an asset.

**Mindset & Approach**
- Meticulously organized, detail-oriented, and able to manage competing priorities with ease.
- Curious, adaptable, and energized by a fast-paced, global environment.
- The ability to travel to various offices of Butterfield & Robinson.
- A team player who thrives in a collaborative culture—rolling up their sleeves when needed.

**Job Types**: Full-time, Permanent

Pay: From 45,000.00€ per year

Ability to commute/relocate: